Provide 1st level technical support, service restoration, fulfillment of service request and advice to users ensuring the maximum availability, performance and utilization of knowledge and information systems.
Follow a systematic, disciplined and analytical approach to problem solving to meet set standards and agreed procedures. Executes transactions as per prescribed timelines.
Analytical and Problem solving skills
•Active listening and questioning, an eye for detail to determine the root cause of the issue, to avoid repeat contacts and further effort to resolve issues
•Analytical problem solvers who will understand issues, evaluate solutions and work with their colleagues to resolve issues
•Problem solving skills and quick thinking to own & resolve issues independently, thoroughly & efficiently
•Display ownership and accountability
o Quickly build trust and confidence with customer
o Own and resolve customer issues efficiently, effectively and empathetically
Mandatory requirement for experienced candidates:
•12-18 months’ work experience in Service Desk/ Tech support process providing remote support for Laptops / Desktops / LAN Issues / Application support/ Small Forms etc.
•Preferred experience in store support for areas like POS, Warehouse application support
•Intermediate knowledge of T/S Small Forms (iOS, Andrioid, Windows)
•Intermediate knowledge of T/S OS (Windows XP-10), Browsers, MS Office suite, of O365, Messaging, Outlook 2013-19, Skype for Business, Microsoft Teams, SharePoint and OneDrive for Business
•Experience of working within a busy ICT Service Desk environment, showing experience of systems, support, diagnostic and resolution.
•Intermediate knowledge of Registry Fix, Patch upgrades, Virus T/S, Security, Encryptions
•Intermediate knowledge of Network collaborations & VPN T/S, TCP/IP, OSI, Network devices and carriers.
•Basic networking knowledge
